Front Office Support Lead

SUMMARY:
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POSITION INFO:

Job Overview:

The Front Office Support Lead is responsible for ensuring smooth operations at the front desk and enhancing guest experiences. This role is pivotal in shaping the first impression guests have of the hotel, and their effectiveness directly impacts guest satisfaction and overall hotel operations. Additionally, with the reservations team, you’ll need to assist with the bookings process for accommodations, weddings and conferences.

Key Responsibilities:

• Managing Front Office Operations: Oversee daily front office operations, including check-ins, check-outs, reservations, and room assignments, ensuring efficient and accurate execution.
• Manage Front Office Team: Supervise and guide the front office team, including assistant leads, receptionists, and concierge, to maintain high service standards.
• Handling Guest Concerns: Proactively address and resolve guest concerns or complaints in a timely and professional manner to ensure guest satisfaction.
• Budget Management: Collaborate with the hotel leadership team to develop and manage the front office budget, including staffing costs, supplies, and other expenses.
• Ensuring Compliance: Ensure all front office operations comply with hotel policies, procedures, and standards.
• Collaboration: Work closely with housekeeping, maintenance, and other departments to address guest needs and resolve issues impacting guest satisfaction.
• Leadership: Provide leadership and guidance to the front office team to ensure high levels of guest satisfaction and employee morale.
• Training and Development: Train and support new front office staff, ensuring they understand procedures and service expectations. Continue developing the skills of existing team members.
• Scheduling: Create and manage staff schedules to ensure adequate coverage during peak times and efficient operations during slower periods.
• Performance Evaluation: Conduct performance evaluations for front office staff and provide feedback for improvement.
• Communication: Maintain open communication channels with staff, management, and guests to address any issues or concerns promptly.
• Problem Solving: Handle unexpected challenges or emergencies that may arise during your shift.
• Quality Assurance: Monitor and evaluate the quality of guest services provided by the front office team and implement improvements as needed.
• Guest Check-In and Check-Out: Welcome guests upon arrival, check them in, and provide information about the hotel's facilities and services. Assist guests with the check-out process, finalize payment transactions, and address any final requests or concerns.
• Reservations Management: Assist with room reservations, including bookings, cancellations, and modifications, to ensure accurate and up-to-date guest information. Work closely with the reservations team to maximize room occupancy and revenue. Strategizing with the reservations Lead to maximize occupancy rates by implementing effective pricing strategies, promotional offers, and upselling techniques.
• Guest Services: Respond to guest inquiries, requests, and complaints promptly and professionally, providing personalized assistance and solutions as needed. Arrange special services or amenities for guests, such as restaurant reservations, transportation, or special requests.
• Guest Relations: Build positive relationships with guests by anticipating their needs, addressing their concerns, and exceeding their expectations. Handle guest feedback and complaints with empathy and professionalism, taking appropriate action to resolve issues and ensure guest satisfaction.

Qualifications and experience:

• Grade 12
• 3+ years relevant front of house or related experience
• Semper experience would be beneficial
• Knowledge of customer service principles, administration, time management, and problem sensitivity.